Alma Ad Agency

Director, Customer Experience

Remote, Contiguous US · Director

Sponsorship not specified$150k-$180kDetected 104 days ago

SQLRecruitingCustomer SupportLeadershipCommunication

About the role

We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care.
Alma is available in all 50 states, with over 20,000 therapists in our growing network.
Anyone looking for a therapist can browse Alma's free directory.

Define, own, and drive strong CX team performance and quality standards-including productivity, reliability, and customer satisfaction- while managing operational efficiency and costs
Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale
Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities
Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies
Lead customer retention and engagement strategies-designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn
Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating intentional customer-centric team cultures.

Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.

Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
Lifestyle Spending Account for health, wellness, and family care
Monthly co-working space membership stipend
Monthly work-from-home stipend
Financial wellness benefits through Northstar
Financial perks and rewards through PerkSpot
One-time home office stipend to set up your home office
Inclusive family and medical leave plans
Alma is on a mission to simplify access to high-quality, affordable mental health care.

A data-driven customer-centric mindset- you advocate for customers through data, know your way around basic to intermediate SQL queries, and can translate CX data into clear insights, decisions, and performance actions for leaders and teams.

This listing is sourced directly from Alma Ad Agency's careers page and normalized into a canonical job model.